Solar Experts Australia Privacy Policy

Solar Experts Australia is bound by the Australian Privacy Principles (Principles) contained in the Privacy Act 1988 (Privacy Act). The principles are designed to protect the confidentiality of the information and the privacy of individuals by regulating the way personal information is managed. Personal information is, generally, information or an opinion relating to an individual, which can be used to identify that individual. Solar Experts Australia may also handle information about companies and other persons in the ways described here.

1.0 Summary

We collect personal information through personal contact, records of communications, and third parties, including public sources. See the Collection of personal information below for details.

We handle personal information for purposes including to provide, manage, and enhance our products and services, understand you, and conduct direct marketing. See Use and disclosure of personal information below for details, including how to opt-out of direct marketing.

We take various steps to protect the security of personal information and to destroy or de-identify that information when no longer needed. You may be entitled to access and correct the personal information that we hold in certain circumstances. See Accessing and correcting your personal information below for details.

You can contact us (see below for details) with any queries or concerns about privacy. In some cases, you may be able to raise your concerns with an external body. See Complaints about an interference with privacy below for details.

2.0 Collection of personal information

Solar Experts Australia collects certain personal information in various circumstances, such as when you contact us or engage with us.

The types of personal information that we collect may include information about:

(a) customers
(b) suppliers
(c) personal contacts at corporate clients or suppliers
(d) other people who come into contact in the ordinary course of business

The types of personal information (including historical information) we collect include your name, contact details, identification information, organization, positions held, information you submit, payment details, and inquiry/complaint details. We also collect metering data and personal information about your interactions and transactions with us, including any contact we have with you by telephone, email, or online.

This information is collected in a variety of ways, including by way of personal contact such as business activities and events, as well as mail, telephone, email, and online.

We may also collect and use personal information available from other public sources such as telephone listings and from other third-party sources, including where it is necessary to identify customers. For example, builders and real estate agents may provide details of new occupants and tenants who are using gas and/or electricity.

Where you provide us with personal information about someone else, you must have first obtained their consent to provide their personal information to us based on this Privacy Policy.

3.0 Use and disclosure of personal information

In general, Solar Experts Australia may use or disclose personal information for the following purposes:

(a) provide our products and services to customers;
(b) understand you and meet your needs;
(c) process payments and refunds;
(d) verify your identity and personal information;
(e) maintain and update our records and carry out other administrative tasks;
(f) communicate and manage our relationship with you and your organization;
(g) help manage and enhance our products and services, including by conducting surveys and other research;
(h) deal with your applications, inquiries, and concerns;
(i) prevent, detect, investigate, and deal with unlawful activity and misconduct (whether actual or suspected);
(j) comply with legal obligations and protect our lawful interests.

We may not be able to do these things without your personal information. For example, we may not be able to provide our services, communicate with you, or deal with your inquiries.

We also use your personal information to promote and market products and services to you, including through telephone and electronic methods such as email, SMS, websites, and mobile apps. This is to keep you informed of products, services, and special offers and may continue after you cease to acquire services from us.

If you do not wish us to contact you to promote and market products, services, and special offers (whether it be through electronic methods or otherwise), or if you have subscribed to any of our newsletters or subscriptions and no longer wish to receive such communications, please call 1800 965 955.

We may exchange personal information with:

(a) service providers and specialist advisers who have been contracted to provide installation and maintenance, meter reading, administrative, financial, research, archival, auditing, accounting, customer contact, sales, legal, business consulting, banking, payment, credit management, debt collection, delivery, data processing, data analysis, information broking, research, marketing, investigation, website, technology, or other services;
(b) other energy retailers, for example, in connection with migrating your services or where we are a service provider to them;
(c) the Australian Energy Market Operator (AEMO), which manages energy supply, demand, and capacity in accordance with applicable regulation;
(d) insurers, lawyers, courts, tribunals, and regulatory authorities (including the Australian Tax Office) as required or authorized by law or in accordance with their reasonable information requests;
(e) insurance investigators; or
(f) your representatives and anyone else authorized by you, as specified by you or the contract.

4.0 Additional information for particular individuals and contexts

4.1 Customers

In some cases, customers are introduced to us by third-party introducers, such as sales partners and energy comparison services. We may collect your personal information from those parties.

If you do not wish us to contact you to promote and market products, services, and special offers, you can opt-out as described in Section 3 of this Policy.

4.2 Online

We operate a range of online services to provide information and services. These include our website (e.g.,, mobile apps, email, and social media profiles (Facebook, Instagram, LinkedIn).

Our Online Facilities may use ‘cookies’ from time to time. A cookie is a piece of information that allows our system to identify and interact more effectively with your device. The cookie helps us maintain the continuity of your browsing session and remember your details and preferences when you return. You can configure web browser software to reject cookies; however, some parts of our websites may not have full functionality in that case.

In some cases, third parties may use cookies and other technologies such as web beacons and JavaScript on our Online Facilities in connection with online services like banner advertising, traffic analytics, and surveys. The services we may use from time to time include Google Analytics, Google AdSense, DoubleClick, Yahoo, Adobe, and Microsoft. You can find more details in the privacy policies for those services, including information on how to opt-out of certain conduct.

If you are considering sending us any other personal information through our Online Facilities or other electronic means, please be aware that the information may be insecure in transit, particularly where no encryption is used (e.g., email, standard HTTP). We are subject to laws requiring us to protect the security of personal information once it comes into our possession.

5.0 Management of personal information

We realize that your personal information may change frequently with changes of address and personal circumstances. You can help us ensure that the personal information we hold about you is accurate and up-to-date. Please contact us promptly by a method set out in Section 8 of this Policy to inform us of any changes to your personal information.

We hold personal information electronically and in hard copy form, both at our premises and with the assistance of our service providers. We implement a range of measures to protect the security of that personal information. We are also required to take reasonable steps to destroy or de-identify personal information when no longer needed for any permitted purpose.

6.0 Accessing and correcting your personal information

Under the Principles, you may have the right to obtain access to personal information that Solar Experts Australia holds about you and to advise us of any perceived inaccuracy. We will consider any recommendation by you to change or correct information and advise you of the action taken.

You may also request to access your personal information by contacting us by a method set out in Section 8 of this Policy. Depending on the personal information you seek, you may be asked:

(a) to complete an Information Request Form

(b) to verify your identity in writing, and/or

(c) if the inquiry involves extensive administration time or resources, to pay a fee. If this is the case, we will advise the likely cost in advance and can help refine your request if required.

Please note that in circumstances prescribed by the Privacy Act, you may be refused access to or correction of your personal information (for example, if providing access would be unlawful or would have an unreasonable impact on the privacy of other individuals). In these circumstances, we are required to provide you with our reasons and if you request, make a note of your requested correction with the relevant information.

7.0 Complaints about an interference with privacy

If you consider that any action taken by Solar Experts Australia breaches this Privacy Policy or the Principles, you can make a complaint by contacting us by a method set out in Section 8 of this Policy. We will endeavour to act promptly in response to a complaint. More details about our complaints process generally are set out in the Solar Experts Australia Standard Complaints and Dispute Resolution Policy, which can be accessed online.

If your privacy concerns are not resolved to your satisfaction, you may contact:

(a) The Office of the Australian Information Commissioner and on 1300 363 992.

8.0 How to contact us

You can contact Solar Experts Australia about a privacy-related issue by phone, post, or by filling in our online inquiry form.

Phone: 1800 965 955 (Mon-Fri 9am – 5pm)

Address:  Solar Experts Australia, Level 7, 91 Phillip Street, Parramatta, NSW 2150.

9.0 Updates to this policy

Our Privacy Policy will be reviewed from time to time to take account of new laws and technology, changes to our operations and practices, and the changing business environment.

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